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Blog

How to Satisfy Customer Needs Using Conversational AI for Chatbots?

by Mkgt team | November 12, 2019

Whether you run your own eCommerce platform or manage a site dedicated to cloud-based service outsourcing, presenting your stakeholders with conversational AI can be highly beneficial. Artificial intelligence (AI) algorithms in the form of chatbots have become a global mainstay, becoming an integral part of industries such as FinTech, real estate management, health, and banking to name a few.

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Topics: video chat, remote assistance, video remote support

Making the Case for Video Chat

by Mkgt team | October 29, 2019

Advancements in technology have enhanced the quality of communication tools available to companies. As a result, an ever-increasing number of brands have been exploring video chat as a tool to improve contact center operations.

Live video chat is proven to help decrease resolution time, boost customer satisfaction and drive ROI; so, let's discover more about its best application in Customer Care.

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Topics: video chat, remote assistance, video remote support

Visual Remote Support: Assist your Customers Through a Shared View

by Mkgt team | October 10, 2019

If a picture is worth a thousand words, imagine what you can do with video. 

Imagine how easy it would be to solve issues in 5 minutes, without the technician of the customer support to leave the office. Now stop imagining, it is already possible!

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Topics: customer experience, customer service, video chat, CX, remote assistance, ominichannel, video remote support

Is Digital Self-Service The Future of Banking?

by Mkgt team | October 01, 2019

In recent years, evidence points to a new rise in self-service trends that range from food ordering to Customer support and financial operations. These trends don't show any sign of slowing down and there is no use in fighting change. So, what can we do? The answer may just be in integrated Customer support platforms.

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Topics: customer service, mobile banking, traffic analysis, next generation customer interaction, self-service, digital banking, new trends

How to Handle Your Insurance Policy in The Time of a Subway Trip

by Mktg team | September 17, 2019

We are fortunate enough to be part of an age that thrives on technology, in particular, those related to the internet. Thanks to our ever-advancing technological prowess, even the most complex and demanding tasks can be done in no time at all. Whether it be figuring out our insurance policy, setting up our online banking or just carrying out everyday activities, nothing is impossible anymore! So, let’s focus on how we can carry out these actions quickly and easily with minimum disruption.

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Topics: online customer service, mobile banking, next generation customer interaction, insurance, digital banking, remote assistance

The 5 Golden Rules for a Successful ChatBot

by Mktg team | September 03, 2019

When it comes to setting up any sort of digital project, there will probably be some difficulties on the way. This is also true when attempting to implement a successful ChatBot project. You are about to discover the five must-follow rules that you should put to the test.

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Topics: chatbot, next generation customer interaction

Customer Service Collaboration: a Key Step for the Perfect CX

by Mkgt team | August 20, 2019

Today, customers can get in touch with companies' assistance center, which offer them different contact channels, like call, chat and video chat. Nevertheless, sometimes it is necessary to use something more, that allows the agent to get in deeper contact with the customer. It's here that real-time collaboration tools come into play.

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Topics: customer service, realt-time collaboration, co-browsing

Best Practices to Customer Service via Live Chat and Messaging

by Mktg team | July 30, 2019

According to a recent study, Live Chat has a 73% satisfaction rate as a way for customers to interact with businesses. Text-based channels allow for faster response times, are more scalable than phone support, and in most cases, lead to happy customers.

Read and discover the main aspects you need to know before implementing live chat on your website.

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Topics: customer service, live chat, next generation customer interaction, messaging, millennials, ominichannel

Chatbot for Customer Service: the Virtual Agents Help Operators

by Mkgt team | July 16, 2019

ChatBot technology represents an enormous potential for enhancing the Customer journey; it is increasingly widespread, and it is becoming a part of all of our digital lives. Its application is spreading into messaging platforms and it has been launched as a digital assistant by the largest technology companies.

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Topics: customer service, chatbot, virtual agent

Future Innovation Trends in Banking

by Mkgt team | July 02, 2019

Topics such as artificial intelligence and digital banking were under focus in the weeks surrounding IBM Think Summit event, held the last 26th of June here in Milan. Industry leaders and vanguard entrepreneurs made the best of it with talks and interviews, and, of course, Chatbots and integrated customer support software were on the front lines once again.

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Topics: online banking, customer service, online customer engagement, mobile banking, virtual agent, next generation customer interaction, insurance, integration, messaging, chatbots

How ChatBots can Enhance a Call Deflection Strategy

by Mktg team | June 18, 2019

Nowadays people are used to obtain whatever information they need before even asking. This is the kind of user experience we all want to receive, but the contact centers don’t always give us what we need and when we need it, which can be more than a little frustrating. 

That is where ChatBots come in! So, what exactly are these bots and how can this technology results in a call deflection for the contact center?Let’s find out!

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Topics: mobile customer support, chat automation, chatbot, chatbots

3 Successful Call Deflection Strategies for Modern Contact Centers

by Mktg team | June 04, 2019

Customer experience is constantly evolving. 

In a recent article 5 Great Ways to Deflect Calls to Self-Service Channels, Keenan Samuelson defines call deflection as “the science of re-routing a customer call to an alternative service channel”.

Call deflections are what every contact center strives for, but few know the techniques that will prove success. Below, you can discover three successful strategies to implement  call deflection in your contact center.

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Topics: call deflection strategy, contact center

How to Use the Vivocha Video Solution for Customer Interaction

by Mktg team | May 21, 2019

The future of real-time communication is already here: add a video support system to your website and mobile app, provide the most personal and meaningful communication channel and integrate the human touch to the interactions with your customers!

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Topics: customer service, video chat, vivocha features, call center, next generation customer interaction, video remote support

Customers' Expectations Grow Fast; Banking Digital Advice Even Faster!

by Mktg team | May 07, 2019

 

Customers' expectation changes every day and their demands are becoming more and more specific. Industries, like banking, have to keep up with the pace. 

Banking systems struggle to match the market requests and to anticipate customers' necessities, offering the digital service that fits better for them. 

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Topics: online banking, banking customer service

When Customers Need Help, the Digital Remote Advisor Comes In!

by Mkgt team | April 23, 2019

Digital remote advisors are spreading fast in the Customer Care business and offer remote high-quality support that is changing the Customer support system. This technology allows Customers to be supported in their purchase experience, in the same way, they would be in physical stores.

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Topics: customer experience, customer service, digital remote advisor, next generation customer interaction, remote assistance, video remote support

Tired of Being Put on Hold? Get an Online Appointment Scheduler!

by Mktg team | April 09, 2019

People live their lives in a hurry and expect services to be always available, ready to be used whenever they need. Online appointment scheduler is the solution to this problem because it allows people scheduling an appointment with the contact center at the time they prefer, avoiding customers to wait hours on the phone waiting for a voice to answer. 

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Topics: customer service, online appointment scheduler, next generation customer interaction

What Do Customers Expect from Proactive Digital Assistance?

by Mkgt team | March 26, 2019

 

Customers today are far more demanding than the past and their expectation towards companies have increased a lot. Proactive digital assistance is a good solution to satisfy these expectation; if it is done in the right manner, it offers to customers the help they need when they need it, or even before!

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Topics: customer experience, customer service, customer service trends, next generation proactive support, proactive assistance, next generation customer interaction

Engagement Tips for Digital Customer Support

by Mktg team | March 12, 2019

Today every company has a customer service department, and it is fundamental for customers' satisfaction and loyalty. It is really important to get in contact with visitors in the best possible manner; the success of a sale can depend on customer engagement.

In this post, you will discover some important tips to engage your visitors for digital support.

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Topics: customer experience, customer service, next generation customer interaction

How ChatBots and Real Agents Can Cooperate to Deliver the Best CX

by Mktg team | February 26, 2019

Companies are constantly looking for a way to improve and evolve, in order to offer their customers the best possible service. In this digital age, real agents and ChatBots are necessities when attempting to provide amazing customer service; so let’s look at how they can cooperate to give an unforgettable Customer Experience.

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Topics: customer experience, call center agent, chatbot, virtual agent, next generation customer interaction

Artificial Intelligence: Why It Will Never Completely Replace Humans

by Mktg team | February 12, 2019

While Artificial Intelligence (otherwise known as AI) is advancing at a rather fast pace and becoming more sophisticated by the day, it must be said that it will never completely replace humans. So, let’s talk about some of the reasons why humans are irreplaceable in the business world.

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Topics: customer interaction platform, chat automation, artificial intelligence, chatbots

How AI is Transforming The Intelligent Digital Assistants

by Mktg team | January 29, 2019

Artificial intelligence (AI) is becoming more and more popular and is on the verge of spreading into every major industry and workplace. With AI touching (or trying to touch) every aspect of our lives in some way or another, we must ask ourselves: how is it transforming the intelligent digital assistants? Before answering this question, let’s discover what an intelligent digital assistant actually is.

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Topics: chat automation, virtual agent, artificial intelligence, chatbots

Every Customer's Journey Starts Online

by Mkgt team | January 15, 2019

We are living in a digital era, and in particular, we are in a phase when the most important aspect for companies is creating value and reliability for customers. This change of focus has therefore started to reshape the digital service strategies.

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Topics: customer experience, customer service, next generation customer interaction

Conversational User Interfaces Open up Chances for Traditional Banks

by Mktg team | December 21, 2018
Conversational banking is a new digital channel that will soon become mainstream and a fundamental element of an omnichannel distribution network for banks.
It's still at an early stage, but today's customers are very interested in messaging and expect a personalized digital experience.
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Topics: online banking, banking service, artificial intelligence, innovation

From Traditional Customer Service to Next Generation Proactive Support

by Gianluca Ferranti | September 21, 2017

Technology has allowed many industries to revolutionize. Even in the business process outsourcing industry, particularly in the call centers sector, there’s been a lot of new developments.

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Topics: customer service, next generation proactive support

How Call Deflection Enhances Customer Experience

by Luca Cermelli | September 19, 2017

Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.

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Topics: call center, call deflection strategy

Top Reasons Why Co-Browsing Improves Customer Experience

by Gianluca Ferranti | September 13, 2017

Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.

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Topics: co-browsing benefits, call center

The Importance of Mobile Customer Engagement in Call Centers

by Michele Albertini | September 11, 2017

Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices. 

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Topics: call center, mobile customer engagement

How to Reduce Average Handle Time with ChatBots

by Luca Cermelli | September 07, 2017

One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.

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Topics: call center, chat automation, artificial intelligence, chatbots

3 Main Call Center Agent Problems

by Gianluca Ferranti | September 04, 2017

Those phones aren’t going to pick themselves up and solve your Customers' issues. Face it: agents are the main assets of a call center.

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Topics: call center agent

5 Great Tips to Improve Call Center Performance

by Luca Cermelli | August 29, 2017

At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.

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Topics: call center, call center management